Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Configuring Live Chat to work with Remedy Single Sign-On

As an administrator, you can configure Live Chat to work with BMC Helix Single Sign-On so that support agents do not have to authenticate themselves when connecting to Live Chat. 

Before you begin

Ensure that you have enabled and integrated the application in which you want to use Live Chat. For example, BMC Helix ITSM: Smart IT. For more information, see Integrating

To configure Live Chat  to work with BMC Helix Single Sign-On

  1. From the IT Home page, select Virtual Chat > Administration Console.
  2. Select Self Service Portal Configuration
  3. On the Self Service Portal Configuration page, make sure that the following entries are enabled:
    • Authentication - Remedy Single Sign On 
    • Authentication - People Profile (Login ID)
    • Authentication - Support Agent Console 
    1. Select the Show Disabled checkbox
    2. Click the entry that you want to enable.
    3. On the Self Service Configuration page, in the Status section, select Enabled
    4. Click Save
  4. On the Self Service Portal Configuration page, perform the following steps to disable the following entries:
    • Authentication - MidTier Sign On (Typically SSO)
    • Authentication - Single Sign On (People Form)
    1. Click the entry that you want to disable.
    2. On the Self Service Configuration page, in the Status section, select Disabled
    3. Click Save
  5. On the Self Service Portal Configuration page, click Apply
  6. Click Refresh Servlets

The following image shows the Self Service Portal Configuration page with the enabled and disabled entries:

Related topic

Planning

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